Last updated: 23 August 2026

These Terms of Service (“Terms”) govern the use of the DirektSupport website and the technical services provided under the DirektSupport brand.

By ordering, requesting, purchasing or using our services, you agree to these Terms.

1. Service Provider

DirektSupport is operated by:

DOW MEDIA SRL
Strada Johann Heinrich Pestalozzi, Nr. 3-5
Timișoara, Romania
European Union

Trade Register: J35/3199/03.11.2004
VAT / Tax ID: RO16906010

Technical support: help@direktsupport.eu
Administrative and billing matters: office@direktsupport.eu

DOW MEDIA SRL has been established and continuously operational since 2004.

2. Services

DirektSupport provides technical services including, but not limited to:

• Linux server administration;
• VPS and dedicated server management;
• Linux troubleshooting;
• emergency server support;
• server recovery;
• hosting control panel administration;
• NGINX and Apache support;
• PHP and PHP-FPM configuration;
• MySQL and MariaDB administration;
• Redis and caching configuration;
• email server administration;
• DNS and Cloudflare support;
• WordPress infrastructure support;
• WordPress malware removal;
• server security and hardening;
• backup configuration and recovery;
• performance optimisation;
• server migration;
• infrastructure consulting;
• technical support for web agencies.

The exact scope of a service may be defined by the relevant order, quotation, support request, invoice, monthly plan or written agreement.

3. Independent Technical Support

DirektSupport is an independent technical support provider.

We are not the hosting provider, datacentre or infrastructure owner unless expressly stated otherwise.

Customers generally maintain their infrastructure directly with providers such as:

• Hetzner;
• OVHcloud;
• Netcup;
• Contabo;
• IONOS;
• Scaleway;
• DigitalOcean;
• Vultr;
• or another provider selected by the Customer.

The hosting account, servers, domains and other infrastructure remain under the Customer’s ownership and control.

DirektSupport is not affiliated with, endorsed by or sponsored by the hosting providers and technology vendors referenced on this website. All trademarks are the property of their respective owners.

4. Acceptance of Work

Submitting a support request does not automatically create an obligation for DirektSupport to accept the work.

We may first review:

• the nature of the problem;
• available access;
• technical requirements;
• urgency;
• administrator availability;
• security implications;
• estimated scope.

A service is considered accepted when we confirm that we will perform the work, accept an agreed quotation or order, or begin work at the Customer’s request.

Electronic communications, orders and confirmations may be used to form and document the service agreement.

5. One-Time Technical Support

Customers may request technical assistance without purchasing a monthly management plan.

One-time services can include:

• troubleshooting;
• configuration;
• server setup;
• performance investigation;
• migration;
• recovery;
• consulting;
• security work.

Unless otherwise stated in a quotation or order, hourly work is billed according to the rates and billing conditions published on the Pricing page at the time the service is accepted.

Standard hourly interventions generally have a minimum charge of one hour, after which work may be billed in 30-minute increments.

6. Emergency Support

Emergency Support is intended for critical production incidents such as:

• server down;
• website down;
• database down;
• email server down;
• compromised server;
• critical disk exhaustion;
• major service failure;
• serious production outage.

Emergency and out-of-hours services are provided on a best-effort basis and subject to administrator availability.

DirektSupport does not provide guaranteed 24/7 availability unless a specific written agreement or Service Level Agreement expressly provides otherwise.

An emergency request does not guarantee that an administrator will be immediately available.

7. No Guaranteed Resolution Time

Linux server incidents can involve factors outside our control.

We therefore cannot guarantee that:

• every problem can be resolved;
• a problem can be resolved within a specific number of hours;
• lost data can be recovered;
• compromised systems can always be safely cleaned;
• third-party providers will respond within a specific timeframe;
• email reputation or blacklist removal will be successful;
• hardware or provider infrastructure can be restored by us.

Any estimated completion or recovery time is an estimate unless expressly guaranteed in a separate written agreement.

8. Monthly Server Management

DirektSupport may provide recurring monthly management plans.

The exact services included depend on the selected plan and may include:

• monitoring;
• operating system maintenance;
• security updates;
• server health checks;
• backup checks;
• configuration assistance;
• administrator time;
• performance review;
• priority support.

Unless otherwise expressly stated:

included administrator hours reset at the end of each monthly billing period and do not roll over to future months.

Work exceeding the included time may be billed at the additional hourly rate applicable to the selected plan.

Monthly management does not automatically constitute a guaranteed SLA or 24/7 monitoring and response service unless explicitly stated in a separate agreement.

9. Cancellation of Monthly Services

Unless a different contractual period has been specifically agreed, monthly services may be cancelled before the next billing period.

Cancellation prevents future renewals but does not normally create a refund for a billing period that has already started.

Any outstanding technical work, additional hours or unpaid invoices remain payable.

Longer-term agreements may have separate cancellation conditions specified in the relevant quotation or contract.

10. Customer Responsibilities

The Customer is responsible for:

• providing accurate information;
• ensuring that they are authorised to request work on the systems provided to us;
• maintaining legitimate access to their infrastructure;
• maintaining required software licences;
• complying with their infrastructure provider’s terms;
• notifying us of important technical limitations;
• disclosing known security incidents where relevant;
• reviewing important changes when approval is requested;
• maintaining appropriate backups unless backup management has specifically been contracted.

The Customer must not provide access to infrastructure they do not own, manage or have permission to administer.

11. Administrative Access

Many technical interventions require access such as:

• SSH;
• root or sudo;
• hosting control panel;
• WordPress administrator;
• DNS provider;
• Cloudflare;
• infrastructure provider console.

The Customer authorises DirektSupport to use the access supplied for the agreed technical purpose.

We recommend temporary credentials, SSH keys or restricted access where practical.

Customers should not send passwords, private SSH keys or other sensitive credentials in the initial support request unless a secure method has specifically been agreed.

For one-time interventions, Customers are encouraged to revoke temporary access or rotate credentials after the work has been completed.

12. Changes to Production Systems

Server administration necessarily involves changes to production systems.

These may include:

• configuration changes;
• software installation;
• package updates;
• service restarts;
• firewall changes;
• DNS changes;
• database operations;
• filesystem operations;
• migration;
• security changes.

Even when technically appropriate, such changes can involve risk.

Where practical, we take reasonable precautions such as reviewing existing configuration and recommending or creating appropriate backups or snapshots before higher-risk operations.

However, technical intervention cannot be made completely risk-free.

13. Backups

The Customer remains responsible for maintaining adequate and current backups unless backup management is explicitly included in the purchased service.

Before potentially destructive work, DirektSupport may recommend:

• a provider snapshot;
• filesystem backup;
• database backup;
• control panel backup;
• offsite backup.

A snapshot or backup cannot be guaranteed to be usable until it has been successfully restored or otherwise verified.

If the Customer requests that work proceed without an appropriate backup despite being advised of the risk, the Customer accepts the additional risk associated with that decision.

14. Data Loss

DirektSupport takes reasonable care when working with production systems.

However, infrastructure administration may involve systems already affected by:

• filesystem corruption;
• failed disks;
• compromised servers;
• database corruption;
• incomplete backups;
• hardware failure;
• software failure;
• previous configuration errors.

We cannot guarantee recovery of data that is already damaged, deleted, corrupted or unavailable before our intervention.

Where valuable data remains recoverable, we may recommend protecting the data before attempting more invasive repairs.

15. Compromised Servers and Malware

Malware removal and compromise investigation are provided on a best-effort basis.

A seriously compromised operating system may no longer be trustworthy.

Where we believe that cleaning the existing environment would create an unacceptable security risk, we may recommend:

• reinstalling the operating system;
• deploying a clean replacement server;
• restoring verified data;
• rotating credentials;
• migrating services.

DirektSupport does not guarantee that a compromised system can always be made trustworthy through cleaning alone.

Security work can reduce risk but cannot guarantee that a server or website will never be compromised again.

16. WordPress Services

DirektSupport provides WordPress infrastructure and troubleshooting services.

WordPress work may involve:

• WordPress core;
• plugins;
• themes;
• PHP;
• web server configuration;
• database configuration;
• Redis;
• security;
• malware;
• migration.

Third-party plugins and themes remain the responsibility of their respective developers.

We cannot guarantee continued compatibility or functionality of third-party WordPress software after future updates by its developer or by WordPress itself.

17. Third-Party Infrastructure

DirektSupport does not control third-party hosting or infrastructure providers.

We are therefore not responsible for provider-side events including:

• hardware failures;
• network outages;
• routing problems;
• DDoS attacks;
• provider maintenance;
• datacentre outages;
• storage failures;
• account suspension;
• provider firewall behaviour;
• API availability;
• provider policy changes.

Where possible, we can help diagnose such incidents and communicate useful technical information to the provider.

Responsibility for the provider’s infrastructure remains with that provider.

18. Third-Party Software and Licences

Some services may require third-party software or licences, including:

• cPanel;
• DirectAdmin;
• commercial WordPress plugins;
• backup services;
• security products;
• infrastructure services.

Unless explicitly included in a quotation, third-party licence and subscription costs are not included in DirektSupport service fees.

The Customer is responsible for maintaining valid licences for software they use.

19. Email Deliverability

DirektSupport can configure and troubleshoot:

• Exim;
• Postfix;
• Dovecot;
• SPF;
• DKIM;
• DMARC;
• reverse DNS;
• mail queues;
• SMTP infrastructure.

However, email delivery ultimately depends on independent receiving systems operated by organisations such as Google, Microsoft, Yahoo and other mail providers.

We therefore cannot guarantee:

• inbox placement;
• removal from every blacklist;
• acceptance by every recipient;
• a particular sender reputation.

We can investigate and improve the technical configuration, but third-party filtering decisions remain outside our control.

20. Security

DirektSupport applies reasonable technical care when accessing Customer infrastructure.

However, no internet-connected system can be guaranteed to be completely secure.

Security recommendations may include updates, firewall rules, SSH restrictions, monitoring, backups and application maintenance.

The Customer remains responsible for deciding the acceptable risk level for their infrastructure and for implementing recommendations that fall outside the agreed service scope.

21. Confidentiality

Information obtained during technical work is treated as confidential and used only as required to provide the requested services, fulfil legal obligations or protect our legitimate rights.

This may include:

• server configuration;
• IP addresses;
• log information;
• infrastructure architecture;
• website data;
• account information;
• technical credentials.

We do not intentionally access Customer content that is unrelated to the technical service.

However, system administration may necessarily expose filenames, logs, database structures, email metadata or other information while diagnosing a problem.

22. Personal Data and GDPR

Depending on the service, DirektSupport may have technical access to systems containing personal data.

Where DOW MEDIA SRL processes personal data on behalf of a Customer acting as data controller, the parties may need to enter into an appropriate Data Processing Agreement (DPA) in accordance with applicable data protection law.

The Customer remains responsible for determining:

• what personal data their systems process;
• the lawful basis for that processing;
• retention requirements;
• access permissions;
• regulatory requirements applicable to their business.

Our Privacy Policy governs personal data collected directly through the DirektSupport website and our own business relationship with Customers.

23. Fees, Invoices and Payment

Prices are stated in EUR unless otherwise indicated.

Prices published on the website are excluding VAT where applicable.

VAT treatment may depend on:

• Customer status;
• Customer location;
• valid VAT registration;
• applicable Romanian and European Union tax rules.

The Customer is responsible for providing correct billing and VAT information.

Payment terms are those shown on the relevant invoice, order or quotation.

We may suspend non-emergency ongoing services where invoices remain unpaid.

24. Billable Technical Time

For hourly services, billable technical time may include work directly required to complete the request, such as:

• investigation;
• server administration;
• troubleshooting;
• configuration;
• migration;
• testing;
• recovery;
• technical communication directly related to the incident;
• review of relevant logs or documentation;
• coordination with infrastructure providers where requested.

Where a project can be reasonably defined in advance, we may instead provide a fixed quotation.

25. Refunds

Fees for technical work already performed are normally non-refundable.

This includes investigation time even where the investigation determines that:

• the problem is provider-side;
• third-party intervention is required;
• the requested recovery is technically impossible;
• available data cannot be recovered;
• rebuilding the server is recommended.

Our service includes the professional investigation and technical work performed, not only a guaranteed outcome.

This section does not limit any mandatory statutory rights available to consumers.

26. Refusal or Suspension of Services

We may refuse or discontinue work where:

• the Customer does not have authority over the infrastructure;
• the requested activity appears unlawful;
• the infrastructure is being used for malicious activity;
• continued work presents an unacceptable security risk;
• the Customer requests actions likely to damage third-party systems;
• required access is unavailable;
• invoices remain unpaid;
• the Customer asks us to misrepresent facts to a hosting provider or another third party;
• continuing the relationship would expose DirektSupport or its personnel to unreasonable legal or operational risk.

Where practical, we will explain why work cannot continue.

27. Prohibited Uses

DirektSupport services must not be used to support unlawful or malicious activities, including:

• unauthorised access to third-party systems;
• malware distribution;
• phishing;
• spam operations;
• credential theft;
• denial-of-service attacks;
• illegal content distribution;
• deliberate circumvention of third-party security controls without authorisation.

Security and recovery services are provided only for infrastructure the Customer is authorised to administer.

28. Limitation of Liability

For business Customers, to the maximum extent permitted by applicable law, DirektSupport shall not be liable for indirect or consequential losses including:

• lost profits;
• lost business opportunities;
• loss of reputation;
• loss of anticipated savings;
• indirect loss resulting from third-party infrastructure failure.

For one-time services, our aggregate liability arising from a specific service shall not exceed the fees paid for the service giving rise to the claim.

For recurring services, aggregate liability shall not exceed the service fees paid to DirektSupport during the three months preceding the event giving rise to the claim, unless a separate written agreement provides otherwise.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law, including liability resulting from fraud or other liability that legally cannot be excluded.

Mandatory consumer rights are not affected.

29. Force Majeure

DirektSupport shall not be responsible for failure or delay caused by circumstances reasonably outside our control, including:

• major internet outages;
• datacentre outages;
• natural disasters;
• widespread power failures;
• war;
• civil disturbance;
• governmental restrictions;
• major telecommunications failure;
• failures of third-party infrastructure essential to the service.

We will make reasonable efforts to resume affected services when circumstances permit.

30. Consumer Customers

DirektSupport services are primarily designed for businesses, professionals, website owners and organisations managing technical infrastructure.

However, where a Customer qualifies as a consumer under applicable law, mandatory consumer protection rights remain fully applicable and prevail over any conflicting provision in these Terms.

For distance service contracts, consumers may have a statutory withdrawal period.

Where a consumer expressly requests that technical services begin before the expiry of the applicable withdrawal period, work may begin following that request.

If the consumer subsequently exercises a valid withdrawal right after performance has started, they may be required to pay for the portion of the service already performed, as provided by applicable law.

Where the service has been fully performed following the consumer’s prior express request and acknowledgement, the statutory right of withdrawal may cease in accordance with applicable consumer law.

Nothing in these Terms is intended to waive rights that a consumer cannot legally waive.

31. Governing Law

These Terms and contracts concluded with DOW MEDIA SRL are governed by the laws of Romania, together with directly applicable European Union law.

For business-to-business relationships, disputes that cannot be resolved amicably shall be submitted to the competent courts in Timișoara, Romania, unless another jurisdiction has been expressly agreed in writing.

For consumers, this provision does not remove any mandatory protection or jurisdiction rights provided by the laws of the consumer’s country of residence or applicable European Union law.

32. Changes to These Terms

DirektSupport may update these Terms when necessary to reflect:

• changes to our services;
• pricing or business practices;
• legal requirements;
• security requirements;
• operational changes.

Updated Terms will be published on this website together with the revision date.

Changes do not retroactively alter a separately agreed fixed project or signed agreement unless required by law or agreed by the parties.

For recurring services, material contractual changes may be communicated before they apply to a future billing period.

33. Separate Agreements

A quotation, signed contract, Data Processing Agreement, Service Level Agreement or other specific written agreement may supplement these Terms.

If there is a direct conflict, the specifically negotiated written agreement takes precedence for the matters it expressly covers.

34. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions remain in effect to the extent permitted by law.

The invalid provision shall be interpreted or replaced as closely as legally possible to its intended commercial purpose.

35. Contact

For technical requests:

help@direktsupport.eu

For billing, contracts and administrative matters:

office@direktsupport.eu

DOW MEDIA SRL
Strada Johann Heinrich Pestalozzi, Nr. 3-5
Timișoara, Romania
European Union

Trade Register: J35/3199/03.11.2004
VAT / Tax ID: RO16906010

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